Moving to Explore from Insights

Explore is the new Zendesk analytics software. Most customers using our legacy Insights reporting software can start using Explore now. You can activate Explore if you see it in the Zendesk product tray. If you don't see Explore, contact your account manager.

17 Comments

Hi Robert, Insights has one thing unique, that is the analysis on KB articles published, I did not find how to analyze the title or the create time of those articles in Zendesk Explore, could you help me out? Thanks.

The banner that is displaying letting us know that Insights is being retired 2/5/2021 seems to be hiding the Good Data link that brings me to my legacy reports. Can your team resolve this so we can access our reporting and work on migrating to Explore over the next several months?

Reading the above, this does not suggest there is a migration option where I can port my existing insights reporting to Explore. It's actually a case of starting again and recreating all of my custom reports in the Explore dashboard. That's not a migration, that is a do it yourself and a high effort Customer journey!!

Not really ideal having invested time and effort to create a reporting suite that works for us in insights!

.... yeah, I've got so many reports and now I have to work this into my day-to-day for the next year. Is it possible that ZenDesk doesn't have much usage for insights from it's customers? This seems like a big deal.

Totally agree with Stewart & Zeb. This is not a migration, this is an entire rebuild for every report we use. We have over 1k custom reports, I cannot even begin to imagine how much time this is going to take for us to rebuild these in Explore. This feels like another "Zendesk didn't think this through" situation, and the customer now has to pay the price. Very disappointing.

Good to know considering i just spent a whole bunch of time learning how to configure my insights reports.... now i have to rebuild them all in a new tool??? Now I don't have as many as some people above but still this is incredibly disappointing that no actual migration is available.

If we attempted this with our customers we would have a revolt of people walking away.

I agree. We paid a company in German to do our custom reports... so there is a big chunk of change down the toilet. Not sure Zendesk know's what the word migration means. When we migrate our airline clients onto a new platform they don't have to lift a finger. If we did to them what Zendesk is doing to us they would drop us in a heartbeat. Wish I could do that. Talk about another bad user experience for ZD users!

Hi everyone,We appreciate your comments related to the end of life for Insights reporting.

Our team at Zendesk understands that the idea of moving reports from one analytics tool to another is daunting and we are committed to ensuring that this process goes smoothly for you. We firmly believe that this change is going to be beneficial for your business in the long run. Throughout this year and well into the future, the Explore team will be delivering a range of analytics innovation to help your business build better customer experiences and optimize every step of the service you deliver.

If you have additional questions, please reach out to us - we’re here to help!

Can someone please respond to the first message from Kyligence? Explore does not have any knowledge base metrics for articles besides Answer Bot and Knowledge Capture. Are there any plans to make these data sets available any time soon?

Also, I must say that the migration price seems too excessive. I am constantly comparing metrics from Insights vs Explore since I still don't trust the numbers Explore gives me, especially when it comes to Time filters. I feel like this should be simplified. If my metric is CSAT% or first-time reply then why is Explore making me exclude filters if you already know what should be excluded? These exclusions should be happening automatically and giving the user the chance to include them if they want to for any reason after the fact.

These annoyances have made me stop using Explore and rely heavily on Insights for internal reporting.

The Knowledge Base & Search reports are built-in reports available with all Zendesk Support plans and are not a part of Insights reporting. Hence these will not be impacted by the Insights end of life.

Enhancements to Guide datasets (knowledge base & search reporting) are on the Explore roadmap. We can update you once we have a confirmed timeline. To echo Rob, the current Knowledge/Search reporting is not impacted by this end of life.

"Our price hikes haven't raised revenue enough, how else can we force users to make us more money? Oh, we can cancel this expensive third-party subscription to GoodData we have to pay for and spend millions of dollars building a new tool, not spend any time building a migration path for users, and then charge them thousands of dollars to migrate their reports over. The best part is our monthly expenses go down, our revenues go up, but our pricing technically doesn't go up again!".